Real Time Analyst – Workforce Management (Contact Center Ops) - Remote

Overview

Join our Workplace Operations Workforce Management team as a Real Time Analyst, where you will play a vital role in managing support queues and ensuring Service Level Agreements (SLAs) are consistently met. Your proactive insights and rapid problem-solving will directly impact team performance and business goals.

In Short

• Revise forecasts and schedules based on real-time data and operational needs.
• Ensure agent schedules adherence, including breaks and trainings, minimizing operational disruption.
• Monitor queue volumes and proactively address any risk of SLA breaches.
• Provide clear root cause analysis of response/resolution delays with actionable recommendations.
• Onboard/off-board agents promptly in CBH systems.
• Track seat/license usage to ensure budget compliance.
• Monitor attendance and PTO to maintain required headcount continuously.
• Oversee holiday scheduling with minimal impact on operations.
• Deliver regular productivity and adherence reports to leadership.

Requirements

• 3+ years in a contact center, with 2+ years in workforce management.
• Strong quantitative and analytical skills; expert in Excel/Google Sheets.
• Experienced in reporting, automation, forecasts, and workforce deviations.
• Detail-oriented with impeccable scheduling and reporting accuracy.
• Effective problem solver with root cause analysis experience.
• Excellent communication and teamwork skills.
• Adaptable to fast-paced, changing operations.

Benefits

• Unlimited PTO
• Fully remote, global team (excluding USA)
• Opportunity for significant impact supporting healthcare operations